Personally, I find the thread a frustrating read...I launch silent "volley" after volley in "response" to various invalid comparisons being made, & critical points being glossed over or otherwise missed entirely (or so it would seem).


I find the commotion over a measly $30 to be ridiculous--the value of that card more than exceeds the $30 "investment".


Yep, & the reason I don't have that card is because the points are practically useless in the most critical aspect of their practical (as opposed to theoretical) value: REDEMPTION--& specifically re: award availability.

Hilton's capacity controls & blackout dates have made award redemption a kind of cruel joke for me, & I am forced to consider simply converting the 6-figure points to miles & kissing award stays (specifically cost savings) goodbye, much to my dismay.


It's all relative...I have several times more Hilton HHonors points than I do Starpoints, but the balance of HHonors points might as well be zero, what w/ their effectively being rendered near useless to me re: award stays. My Starpoints, on the other hand, are currency I can use practically any time I choose--I can walk into a hotel, & if they've got a room, & I've got the points, I've got a deal...


Depending on how technical one wishes to interpret the application of "capacity controls" to "converting points to miles", one could say (1) that the term simply doesn't apply (i.e. it could be considered to mean there being a limited # of customers allowed to have such a conversion take place @ all for a given period of time)...or, (2) it could be stretched to be likely-technically-misapplied to "mean" "overall limit to # of miles allowed to be transferred to a given FF program"--in which case, this DOES exist, technically.


In theory, in theory, in theory...

My HHonors points balance is a nice bloated figure w/ practically no value to me, unfortunately. The points' THEORETICAL value--as opposed to practical value--sure is nice, however...but, one can't "wish" one's way into a Hilton award stay, so, there the many points sit, idling, "collecting dust"...


...would result in points that could actually be USED for free hotel stays...where I want...when I want...

...what a concept...simple, yet powerful, w/ more than a touch of convenience...


Nope, I think many would agree that their greatest asset is their customer service--while the lack of capacity controls makes award redemption viability a reality (& is a crucial attraction & value of the SPG program), Starwood's customer service team makes all the difference in the world when it comes to so many things...


My wasting my time w/ Hilton cost a great deal--in both tangible assets & intangible realities.

And while I wish like crazy that I could ramp up my Starpoint balance @ a far faster rate, & do miss double dip mileage earning, I take solace in the fact that I have something far more valuable to me than the tangible & intangible value placed on more miles--I know that the company overseeing the frequent stay program for the multitude of properties which receive $ for my accommodations not only has proven to me time & again that they're serious about customer service, & that they strive to improve (& do)...importantly, I have confidence that they WILL take care of me (& have) should something go wrong--& WILL do so fairly, judiciously, & in a manner that shows me they empathize, they understand (& so much of what they deal w/ boils down to a matter of principle, so it can be associated w/ powerful potential consequence--whether that powerful consequence would turn out to be negative or positive would depend on how such a matter was handled), & that they want to keep me as a customer. Certain individual properties or personnel affiliated w/ such may potentially want to go rounds on issues, I realize, but I feel confident that Starwood customer service would still ultimately coordinate or otherwise provide appropriate resolution or redress in such circumstances.

A critical difference in Hilton's vs. Starwood's customer service is that Starwood's CS reps are EMPOWERED to not only pro-actively identify issues which should be addressed, but they are EMPOWERED to compensate customers in ways & to an extent that I have yet to see an inkling of from Hilton CS.

Someone in Starwood upper management seems to "get" what customer service is about, & the SPG CS folks are equipped, accordingly, not only for matters of redress, but for matters of customer satisfaction, period. These folks behave in ways that still @ times renders me silent in positive disbelief.


When it comes down to it, the ultimate reason we stay @ hotels is NOT purely for the sake of miles or points (ok, there are potential exceptions when various promos exist or status is @ stake, I realize)--we ultimately stay @ hotels for a "home away from home", &/or amenities that exist in association w/ a given property. Sometimes we simply need a bed to crash in, other times we want more than that... Regardless, these properties often form part of the "backdrop" for critical business-related events, special evenings "out on the town", vacations, anniversaries, or special times being spent away "just because". The events which transpire during a stay can make or break comfort, rest, relaxation, productivity, etc. They can also form a powerful negative memory if things are screwed up enough.

I want a hotel program that does more than serve as an "accountant" for points deposition & withdrawal--I want one that has "tentacles" into the multitude of properties associated w/ their program, & can & does "throw their weight around" for the overall benefit of customers--whether as goodwill ambassadors, purveyors of positive change, or as "defenders" & "enforcers" when inevitable problems arise.

With Starwood, I feel like customer service issues are overwhelmingly handled w/ respect, fairness, & empathy. With Hilton, the only thing missing @ times was them actually saying, "we don't care" or, "we aren't empowered to do something" (if there was a response @ all, that is).

Customer service can make all the difference...it's the ultimate "trump card" in whatever "game" might ever be played among the various programs...

My Starpoints & miles take a backseat to that (though they're gripping the front seat "head rest" @ times, for sure ).

While it's hard to put a price on something considered priceless, indirectly, I "can" (somewhat) when it comes to Starwood's customer service policies & practice: every cent of mine that previously would have gone to other hotel chains now goes exclusively to Starwood.

The problems associated w/ my nightmarish & costly (in many ways) last stays @ Hilton properties over the course of a particular series of days were never taken seriously by Hilton customer service (they had several opportunities to provide assistance, let alone redress). The Hilton properties in question weren't ultimately responsible for losing my business--Hilton's "customer service" was (well, the lack thereof)...


Starwood Lurker: kudos to you & the entire Starwood customer service team, & the many folks @ the many Starwood properties which strive to provide stellar customer service. You make a difference...& it's one that adds to the bottom line, not to mention the satisfaction of Starwood customers.

[This message has been edited by ILTE_Miles (edited 07-10-2001).]